Subaru of Hamilton

After locating the Subaru we were considering as our next car on the internet it wound up being located at Hamilton Subaru. Having business in the Hamilton area one day we made a side trip to see this car. We took it for a short drive and then went home to discuss this possible purchase. Two days later we again made the hour drive to take this Outback on a 'real world' test drive. Upon returning to the dealership we decided we would purchase the car. So, we fill out all the paperwork, chat, ask questions and then the final question- What will you give me on my trade-in? In the real world my car would retail for anywhere between $2500 and $4000 no problem so with pen in hand, ready to buy a car and I hear that they will offer me between two and three hundred dollars for my car. Well, I sure wish someone had gotten a picture of our faces at that moment! It was then that I took my sunglasses from my shirt pocket, put them on and said " I do believe our negotiations are over" and we left. Now, having bought many cars over the years we knew we were going to get skinned on the trade-in you always do, just for the convenience so we would have accepted $2000 and bought the damn Subaru. 'Twas not to be. They called a day later and offered $1500 but that ship had already sailed. Stay away from these people, they know not what they do.

dataman

My vehicle was first checked for running roughly on September 19th, 2013. For the service check the car was kept overnight. The problem was identified as the motor mounts and the repair estimated at $580+tax with 2 hours of labor. After the service check, I noticed that the brace on my battery was broken, which allowed it to move and shift on its platform. I highly doubt it was done at the dealership considering the motor mounts are accessed from below the car, but I was surprised I was not informed of it. I raised the issue with them and received an apology and was able to pick up the part two weeks later in October. I had no specific reason at that time to distrust the dealership and assumed the lack of attention and slow ordering was due to the insignificance of the part itself. I was unable to have the motor mounts replaced though, so I waited.

I spoke with the service personnel while picking up the battery brace to ensure that service later in the year would not be busier than it was in the early fall. I planned to have the vehicle fixed in order to travel more safely for holiday in the USA the last weekend in November. I was assured the pace of service is quite regular no matter the time of the year. So, I waited.

Last week I asked for parts to be ordered and scheduled an appointment for yesterday, Wednesday, the 27th. I was asked to bring my car in the morning at 8am and told to pick it up by 3 or 4pm. On Monday of this week, I check to make sure the parts had arrived and confirmed my appointment. I was glad to hear the parts had arrived in a timely fashion. I asked if I could have a dealership car since I had class and errands to do on Wednesday. As long as I could get around town, I had the flexibility to wait 7-8 hours for a 2 hour job. I would have plenty of time to finalize my plans and leave on Thursday for holiday.

Yesterday, I arrived at the silent dealership at ten after eight and drove off to do my list for the day. I check on the vehicle at 11am in the case that it was done early - during the first three hours of the workday. It was not done. I waited but never received an update or call the entire day and found myself in great doubt about the management of the service department at Subaru of Hamilton. Feeling in no rush and hoping for the best, I returned at 4:50pm. When I walked into the building, my vehicle was checked on, which was all formalities, because nothing had been done. I drove home in a compact Impreza not comforted by it's newness because I knew my mid-size, all wheel drive, turbo injected Legacy had waited all day despite its 8am appointment.

I am waiting too. I have the promise of a new timeline, 10am today. Another two hours for the service department to keep a promise. I am also waiting to find out if the dealership intents to recognise their lack of professionalism and trustworthiness to me as a customer. This account certainly stands in stark contrast to their website's claim:

"We have been voted #1 in customer service across Canada for the 6th consecutive year! We treat your vehicle like ours. Whether servicing a Subaru product or any other car manufacturer; it is our attention to detail and our kind and courteous staff that will make your over-all service experience a positive one." (http://subaruhamilton.ca/)

I also give one to the dealership, one star, that is because the lack of attention to detail and slow organizational process at the Subaru Dealership appalls me. My service experience can not be a positive one at this point; however, I will be sure to update my review on the over-all service once I arrive tomorrow morning. Honestly, my greatest shock is at the honest deceit of their claim. My vehicle was treated just like all the Hamilton Subaru vehicles which are cleaned, smiled at and waiting out in the lot all day long.